![]() ![]() A plan for how to handle the queue and assign calls to agents.Agents who answer the calls in the queues.For more information, see Configuring inbound dial plans. Configuring exit key press queue call handling actionsĬonfigure a call queue and add it in an inbound dial plan as a call handling action to make it effective.Configuring non scheduled business hour queue call handling actions.Configuring scheduled business hour queue call handling actions.With call queuing, callers do not need to dial back repeatedly trying to reach someone, and organizations are able to temporarily deal with situations when callers outnumber agents. The highest-ranked caller in the queue is delivered to an available agent first, and every remaining caller moves up a rank. Each call is assigned a rank that determines the order for it to be delivered to an available agent (typically, first in first out). Integrating FortiVoice with Singlewire InformaCastĬall queuing, or automatic call distribution (ACD), enables the FortiVoice unit to queue up multiple incoming calls and aggregate them into a holding pattern. Integrating FortiVoice with third-party solutions Setting up routing rules for FXO and PRI gatewaysĬonfiguring call center report profiles and generating reportsĬonfiguring call report profiles and generating reports Managing FortiVoice gateways, local survivability, and firmware NOTE: When no agents are logged into the queue and this setting is enabled, if the caller chooses to remain on the line, the call will be delivered to the first available agent that logs into the queue.FortiVoice Phone System Administration GuideĬonfiguring administrator accounts and access profilesĬonfiguring advanced phone system settingsĬonfiguring multicell-phone FortiFone phones To let a caller dial a different extension number, Record or Upload a greeting and then mark the option for Allow the Caller to Dial an Extension Directly by Entering the Extension Number at Anytime. Select the extension of the voicemail you want the call forwarded to. Select the extension you want the call forwarded to. If Play this Greeting is select, either Record or Upload a greeting.When agents are not signed in to the queue, calls are handled in one of four ways. ![]()
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